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Service Delivery Associateat CDW Careers (UK)

Job ID: 
R24_00001310
Team: 
Delivery Engineering
Post Date: 
12 Jul 2024
Location: 
London, United Kingdom
Eligible For Remote Work: 
Security Clearance Required: 
No

Description

Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we’re the driven professionals and technology experts companies turn to most to solve their IT challenges.

CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers around the Globe. A Fortune 500 company and member of the S&P 500 Index, CDW was founded in 1984 and employs over 15,000 coworkers, with headquarters across the United States, United Kingdom and Canada.

CDW prides itself on “making amazing happen”. Our relationships are fueled by our deep expertise and are grounded in the CDW Way.  Our empowering leadership makes things happen and inspires their teams to do the same.  From the teammates beside us to the leaders who guide us, we move forward together.

Job Summary

The Service Delivery Associate (SDA) is an entry level service management position located in the Service Delivery Office. The SDA will provide a remote desk-based service to our smaller managed customers and will typically manage 10+ customers each.

Duties will include the creation of service reports for assigned customers and hold service review meetings via Teams.

The SDA will maintain a service management plan and work with internal teams to drive continual improvement and manage risk.

The SDA will gain an understanding of their assigned customers business and will continually drive best practice and ensure service excellence.

The SDA will arrange and manage meetings regarding renewals of customer contracts and will also look to identify opportunities for future business by facilitating introductions to SMEs to support in realising those opportunities.

The role supports hybrid working with a requirement to be in the office 2 days per week.

Key responsibilities

  • Manage a portfolio of clients from within the Service Delivery Office who typically have standardised and repeatable requirements for support.

  • Deliver standardised service reports and hold remote service reviews for assigned client base.

  • Manage the performance of services provided to clients in line with the contract and ensure that Service Levels achieve or exceed contractual obligations.

  • Operational accountability for service delivery targets, SLA’s, KPI’s, and applicable contractual compliance.

  • Arrange and manage meetings regarding renewals of customer contracts.

  • Increase customer loyalty and satisfaction through strong working relationships within the customer organisation.

  • To be a trusted customer advisor, maintaining an open, honest, and transparent relationship with the customer.

  • Implement a Service Management Plan (SMP) where appropriate and as directed by Line Manager.

  • Provide service reporting in line with contractual obligations and using a format as directed by line management.

  • Identify where process gaps exist and work with business stakeholders to review and refine them.

  • Provide unbiased feedback and escalation to improve internal services process and workflows.

  • Ensure any potential opportunities for additional business are highlighted and communicated clearly to the Account Management team.

The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.

Qualifications, Skills & Experience

  • Educated to degree level (Desirable).

  • ITIL Foundation v4 (Desirable).

  • IT Service Management methodologies and best practice (Desirable).

  • Excellent verbal and written communication, diplomacy, and negotiation skills.

  • Experience in service improvement.

  • Ability to influence key stakeholders to drive towards common solution.

  • Has knowledge of best practice and how area integrates with other areas and is aware of the competition and the factors that differentiate CDW in the market.

  • Understand the importance of business processes and compliance, with the ability to demonstrate successful application of such.

  • Strong relationship management skills.

  • Excellent report writing and presentation skills.

Essential Attributes

  • Analytical, with attention to detail.

  • Patience, tolerance, and resilience during pressured and candid situations.

  • Work independently and receive minimal guidance.

  • Passionate, professional, with a ‘can-do’ attitude at all times.

  • Strong self-motivation and emotional intelligence.

  • Proactive conceptual thinking.

  • Ability to work under pressure in a changing and expanding environment.

More about CDW and your career with us:

At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes whom you will learn and forge strong relationships with. Bring your best true self — and your best ideas — to CDW.  Because diverse perspectives bring forth better problem solving — and better solutions for our customers in a rapidly evolving technology landscape.

CDW is an equal opportunity employer committed to maintaining a policy of non-discrimination towards all coworkers and applicants for employment in all aspects of employment. CDW does not discriminate against any applicant because of age, disability, gender reassignment, marriage and civil partnership status, pregnancy and maternity, race, religion/belief, sex, sexual orientation, veteran status, or any other basis that is prohibited by local employment law, including those protected by the UK Equality Act 2010. 

We encourage candidates from all walks of life to apply and join us in our mission of cultivating a culture of belonging, diversity and inclusion for better collaboration, innovation, and business results.

Together, we strive to create a workplace where everyone feels like they belong and is empowered to bring their full energy, capabilities and authenticity for coworker and business benefits. Will you be a part of it?

What we offer:

Life Assurance

Competitive Contributory Pension

Private Medical Insurance

Enhanced Maternity Pay

25 days holiday + bank holidays

Option to buy additional holiday

Dental Insurance

Season Ticket Loan + additional perks

Who we are:
CDW is a leading technology solutions provider to business, government, education and healthcare organizations across the globe. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small. 

What you can expect from us: Culture, coworkers, careers. 
CDW is not only the People Who Get IT but the People who get People. Our relationships are fueled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true self—and your best ideas—to CDW. Because diverse perspectives bring forth better problem solving—and better solutions for our customers on a rapidly evolving technology landscape.
 

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